Remote Desktop Application Example Jobs in Usa

Job Purpose:

Seeking a Desktop Support Specialist to join the Technology team in New York. This individual will be responsible for both remote and in person support for all Employees. Duties include documenting, triaging, investigating, and resolving issues reported to the Service Desk. The Desktop Support Specialist will work closely with other teams within the technology department to understand the impact and root cause of issues. The successful candidate must be able to communicate clearly and concisely, particularly when under pressure.  Technical proficiency, excellent problem-solving skills, professionalism, and solid communication skills are a must. The support specialist will also need to be comfortable working in a fast -paced environment with a demanding user base and should be passionate about delivering continuous improvement across our technology platform.   

Duties & Responsibilities:

•    Serve as the first point of contact for customers needing technical assistance.   
•    Must work East Coast Market hours 
•    Manage trouble calls via our ticketing system, phone, remote, and desk side visits to ensure courteous, timely, and effective resolution of end user issues  
•    Troubleshoot hardware, Windows 10, Windows 11 and application issues 
•    Install and upgrade software, setup hardware and configure systems and applications such as MS Office, One Drive, Zoom, softphones, turrets, printers, scanners, bio metric, data encryption, VPNWIFI configuration, and firmware updates for deskside equipment such as Cisco phones  
•    Install and manage Spyware/Malware tools  
•    Install and support Market Data Feeds, Bloomberg, Thomson Reuters, ICE, Fidessa, Redi+, Fidessa and Global Relay  
•    Provide first level network support and troubleshooting for both wireless and wired configurations   
•    A basic understanding of Active Directory at the Organization Unit level   
•    Troubleshoot Cisco Phone systems / Video conference  
 

Requirements & Qualifications:

•    Minimum 2-4 years of general IT Support with extensive customer-facing experience, would prefer the person to have trading desk support. 
•    Experience with incident management/ticketing system like ServiceNow 
•    Proficiency in current protocols, operating systems and standards including Windows 10, Windows 11, Microsoft/Office 365 
•    Experience with System Center Configuration Manager/Endpoint Manager 
•    Experience with patch management and application deployment 
•    Expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices  
•    Ability to thrive in a fast-paced environment and work effectively under pressure 
•    Experience providing ongoing support to C-suite executives 
•    Experience working in a similar role at a brokerage firm, private equity, hedge fund, asset management firm, or investment bank preferred 
•    High school degree required; college degree strongly preferred 
•    Must be willing to get MS900 certification 

Important Notes:

• Must be authorized to work full time in the U.S., BTIG does not offer sponsorship for work visas of any type
• No phone calls please, the applicant will be contacted within two weeks if successful

About BTIG:

BTIG is a global financial services firm specializing in institutional trading, investment banking, research and related brokerage services. With an extensive global footprint and more than 700 employees, BTIG, LLC and its affiliates operate out of 20 cities throughout the U.S., and in Europe, Asia and Australia. BTIG offers execution, expertise and insights for equities, equity derivatives, ETFs and fixed income, currency and commodities. The firm’s core capabilities include global execution, portfolio, electronic and outsource trading, investment banking, prime brokerage, capital introduction, corporate access, research and strategy, commission management and more.
 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. BTIG is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

Compensation: 

• BTIG offers a competitive compensation and benefits package. Salary range is based on a variety of factors including, but not limited to, location, years of applicable experience, skills, qualifications, licensure and certifications, and other business and organization needs.
• The current estimated base salary range for this role is $85,000.00 - $115,000.00 per year. Please note that certain positions are eligible for additional forms of compensation such as discretionary bonus or overtime. 

Disclaimer:   

• Performing entry level IT tasks which includes password resets, basic system configuration troubleshooting, and initial application access or performance analysis.
• Routing incoming incident and service requests to the appropriate support group
• Maintaining accurate and timely records in issues tracking system
• Maintaining service desk knowledgebase support documentation
• Participating in professional development and team improvement initiative
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned.
  
  

• Individual will be expected to analyze end user hardware, operating system and business application issues
• Communicate professionally and effectively with users to understand issues and propose solutions
• Effectively manage service desk workload to meet publishing business SLAs
• Regularly attend team meetings and provide content relating to current project status and knowledge transfer activities
• Must have the ability to address system issues both on and off hours.
  
  

• Minimum of 1-year technical support experience with superior customer service supporting desktops, laptops, mobile devices and related applications within an ITSM service desk system
  
  

• Knowledge of Windows Server environment, Windows desktop, terminal server/thin client deployment, hardware troubleshooting, network security, network administration and phone systems
• Knowledge of Microsoft 365 and Office applications
• Knowledge of Apple IOS and OSX environments
• Experience using an IT Service Desk platform, preferably Service Now.
• Knowledge of network connectivity, protocols and security devices to include VPN troubleshooting
• Ability to be on-call for critical off-hours support
• Experience in the life science or health industry is a plus
  
  

Appraisal Analyst – HELOC’s and Mortgage

Fulltime

In the Appraisal Analyst role, you will review the Desktop Exterior and Desktop Interior assessments to evaluate and sign off on a property’s valuation for a large bank in the US. When taking a decision about a property’s valuation, you will ensure compliance with Federal/State laws to ensure that loans that are secured with real estate are protected with adequate collateral value.

In the role of Process Specialist, you will execute transactions as per prescribed guidelines and timelines, review and validate the inputs from the other team members, support your manager in training activities, daily operations reviews, and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies, and norms of Infosys.

Responsibilities and Duties

Responsible for reviewing property valuations to ensure compliance with Federal/state law to ensure that loans secured with real estate and protected with adequate collateral value.

Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Successfully use critical thinking and analytical skills to review collaterals
• Develop and maintain a strong understanding of Mortgage Lending products, policies, processes, and their collateral requirements.
• Obtain required collateral documentation per program requirements from internal clients, external clients, vendors, and third-party sources.
• Perform a detailed review of all collateral documentation to ensure that loans meet portfolio and investor guidelines.
• Identify and escalate collateral issues to the appropriate teammate for further evaluation.
• Consistently communicate with other departments and sales to ensure pipeline metrics and quality guidelines are met.
• Adhere to all compliance regulations and controls.
• Develop and maintain positive working relationships with co-workers, internal and external clients, business partners, and vendors.

Qualifications

Basic

• High School Diploma or GED equivalent
• At least 2 years of relevant work experience

Qualifications Preferred

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Two to three years of mortgage or consumer lending experience
• Two to three years of continuous collateral review and approval experience
• Excellent Communication skills, both written and verbal, in relating to internal and external clients
• Demonstrates proficiency in basic computer applications such as Microsoft Office software product
• Understanding of appraisal compliance and generally accepted appraisal rules
• Experience with using appraisal and market evaluation tools
• Demonstrates proficiency in mortgage automated processing systems
• Basic knowledge of bank services and products

Note: Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods. Should be able to communicate by telephone, email, or face-to-face.

About Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people’s practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

Job Summary

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems, billing inquiries, submits return merchandise authorizations, and promotes aftermarket sales. Answers telephone calls, and responds to emails, right faxes and voicemails within prescribed service levels. Documents, tracks, and provides accurate and timely follow through to customer inquiries. Relies on experience and judgment to plan and accomplish goals.

Essential Duties and Responsibilities:

• Takes ownership of incoming calls from the end user community and provides one call resolution for ASSA ABLOY product lines.
• Properly enters customer information, documents and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
• Responsible for follow-up on all issues, maintains quality assurance of tickets, monitors order status and backlogs for delayed orders.
• Performs front line troubleshooting of proprietary software for product lines and tests product hardware and software applications to resolve technical inquiries.
• Assigns tickets to the proper 2nd and 3rd level support teams, sales and field technicians.
• Escalates calls to appropriate departments and senior management as needed.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Promotes Aftermarket Sales to contribute to revenue expectations of department and company.
• Assumes and performs other duties and responsibilities not specifically outlined herein.
• Projects a favourable image of ASSA ABLOY Hospitality, Inc. when interfacing with the outside community.
• Rotation of on-call phone and pager for products lines after hours and weekends.

Skill Requirements and Performance Criteria:

• Excellent phone and interpersonal skills with customers, peers and management
• Must be detail oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments.
• Technical aptitude to troubleshoot and analyze hardware and software issues.
• Adaptable to change

Education and/or Work Experience Requirements:

• 2 to 3 years customer service experience or Technical Support experience in a fast paced environments.
• 1 to 2 years Desktop Support or Networking knowledge is preferred.
• High School graduate/GED with some desktop and/or technical interface experience.
• Associate Degree in electronics, preferred or equivalent work experience.
• Some college level course work up to a 4 year degree is desired.
• Industry certification preferred.

Software and Technical Skills:

• Experience with MS Office - Suite, Windows Vista, Window 2003 Server and Windows XP.
• Network knowledge, preferred.
• Knowledge of Navision is a strong plus or familiarity with other ERP systems.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to talk, listen and speak clearly on telephone.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Service Desk Analyst

ONSITE 5 days a week in Millbury, MA

Must Haves:

• Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience
• 2+ years in an IT support or service desk role
• Strong customer service and communication skills
• Experience supporting Microsoft 365 and Entra ID (Azure AD)
• Working knowledge of desktop hardware and basic networking (LAN/WAN, VPN, Wi‑Fi)
• Able to manage multiple tickets in a fast‑paced manufacturing environment

Key Responsibilities

• Provide first‑line IT support for on‑site and remote users
• Troubleshoot hardware, software, and connectivity issues
• Support desktops, laptops, mobile devices, printers, and peripherals
• Install and maintain Windows PCs and related hardware
• Manage IT tickets, document issues, and escalate as needed
• Track and manage IT assets
• Support onboarding and offboarding (equipment setup and recovery)
• Perform basic user account and access changes (email, security groups, file access)
• Provide first‑level support for Microsoft 365 and business applications (ERP exposure a plus)
• Assist with plant floor IT equipment maintenance
• Support IT projects and occasional after‑hours requests

MUST SPEAK BOTH SPANISH AND ENGLISH FLUENTLY

JOB DESCRIPTION

The Customer Service Rep - Tax (Seasonal, Bilingual: English / Spanish) - Remote works from home and interfaces with customers via inbound/outbound calls and/or via the Internet. This position provides customer service support and resolution of routine problems and questions regarding client's products and/or services. (We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a work from home career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns World's Best Workplaces, Happiest Employees, and Best Companies for Career Growth awards every year? Then a remote Customer Service Representative position at Concentrix is just the right place for you!

As a remote Customer Service Rep - Tax (Seasonal, Bilingual: English / Spanish), you'll join an organically diverse team from 70+ countries where ALL members contribute and support each other's success and well-being, proudly united as game-changers. Together, we help the world's best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we're looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer service experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great work from home opportunity that will allow you to reimagine an all-new career journey and develop friends for life at the same time. We'll give you all the training, technologies, and continuing support you'll need to succeed. Plus, at Concentrix, there's real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.

WHAT YOU WILL DO IN THIS ROLE

As a Customer Service Rep - Tax (Seasonal, Bilingual: English / Spanish) working from home, you will:

• Provide inbound customer support using a call flow guide in the customer's preferred language
• Help customers resolve basic technical issues
• Track, document, and retrieve information in databases
• Offer additional products and/or services
• Deliver expert customer experiences with a smile

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Customer Service Rep - Tax (Seasonal, Bilingual: English / Spanish) (Remote) role include:

• The ability to read, write and speak fluently both Spanish and English
• 1+ year of customer service experience
• Open availability
• A high school diploma or GED
• A quiet, distraction-free environment to work from in your home
• Proficiency in fast-paced multi-tasking
• Eagerness to learn new technologies
• Strong computer navigation skills and PC knowledge
• A desktop or laptop to complete PC and internet testing
• Computer Requirements:
  • Bring your own device - This position does not loan equipment
  • Device must be a desktop or laptop computer (No Macs, Chromebooks, iPads, tablets, mobile phones, etc.)
  • Operating System: Windows 11+
  • RAM: 8GB or higher
  • Processor: Intel i5/AMD Ryzen 5 or higher
• Internet Requirements:
  • DSL, Cable, or Fiber connection (Satellite and Wireless/Hotspots are not acceptable)
  • Speeds: 10 mbps download and 3 mbps upload or higher
  • While working, you will be required to hardwire with an ethernet cable
• High Speed internet (no wireless/hotspots or satellite) and a smartphone
• Must reside in the United States and have a valid U.S. address for residence

WHAT'S IN IT FOR YOU

One of our company's Culture Beliefs says, We champion our people. That's why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we'll invest in YOU to aid in your career path and in your personal development. Benefits available to eligible U.S. employees in this role include:

• The base salary for this position is $16/hr. (pay rate will not be below the applicable minimum wage). Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay early, when you want it
• Paid training and performance-based incentives
• Lucrative employee referral bonus opportunities
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• Work-from-home convenience
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Team Appreciation Day, Customer Service Week, World Clean Up Day and more

REIMAGINE THE BEST VERSION OF YOU!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their employer of choice.

JOB AVAILABILITY:

We accept applications for this position on an ongoing basis. It is currently for an existing, immediate vacancy; however, we are also considering applications for future opportunities as they arise. We encourage all interested candidates to apply.

Physical and Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

Accommodation

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting . All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE.

Description:

Lead end‑to‑end project delivery of Power Platform solutions, including Model‑Driven Apps, Canvas Apps, Power Automate flows, Power Pages, and Dataverse integrations. Translate business requirements into functional solution designs, ensuring alignment with Power Platform best practices, Microsoft’s Center of Excellence (CoE) guidance, and enterprise governance. Manage solution architecture discussions with technical teams to define data models, Dataverse tables, business rules, security roles, and app logic.

Primary Responsibilities:

• Lead end‑to‑end project delivery of Power Platform solutions, including Model‑Driven Apps, Canvas Apps, Power Automate flows, Power Pages, and Dataverse integrations.
• Oversee testing cycles, including app performance, accessibility, and device responsiveness for mobile and desktop scenarios.
• Lead projects involving Power Automate flows for process automation, RPA/desktop flows, and system integrations
• Primary liaison between Ascendum and client. Responsible for providing status reports, working with the internal team on specific projects, Project timelines, etc.
• Work with clients on reviewing requirements and assisting in the design of applications as it relates to their requirements.
• Performing Unit Testing of projects where application development is involved and coordinate issue remediation with the team.
• Project Monitoring and Reporting – Monitor and report on existing projects, providing tracking data to Directors for them to ensure timely execution and completion of all projects. Track and report projects for resource forecasting, project labor tracking, project budget versus actual reporting.
• Project Management Systems Data Entry: collect, organize and enter data into Project Management Systems as assigned including resource forecasts, time reporting, training requirement management.
• Provide Administrative support for maintaining client billing and invoicing
• Data analysis - Analyze project management systems to identify and document agreed to processes and recommend continuous process improvements for review with senior leadership to guide their decision making.
• Project Management Reports - In partnership with the project manager and project leaders, develop project reports to be delivered to senior leadership. Collaborate to develop KPIs; produce associated reports. Design, develop and produce overall PMO reports as required.
• Evaluate and make continuous improvement recommendations on processes. Collaborate on new PM technology and where applicable lead implementation.

Skills/Qualifications:

• 6+ years Project Management and/or Business Analysis/Project Support experience
• Exceptionally thorough, meticulous and with great attention to detail for project management system data entry and update
• Familiarity with Project Management and Professional Services Management Tools and methodologies, specifically BQE.
• Understanding of the Microsoft 365 ecosystem specifically SharePoint, Teams, OneDrive and Power Platform – Power Apps, Power Automate, Power BI and Copilot
• Excellent computer skills including Microsoft Office Suite/M365
• Excellent organizing and prioritization skills
• Excellent analytical and critical thinking skills
• Excellent written and verbal communications skills
• Bachelor’s degree preferred

IT Field Operations Senior

Location: Longview,WA

The opportunity:

• As a member of Customer’s IT Field Operations Group, you will be responsible for providing end user application and hardware support, including PC workstations, printers/drivers, advanced network and telecom troubleshooting, server support and level II resolution of incident tickets while operating in a 24x7 manufacturing environment.
• You will provide advanced desk-side support, interfacing with a diverse user community in a variety of office, laboratory, and production equipment locations. This will include installation, maintenance, troubleshooting, support, and control of critical technology infrastructure.
• In addition to your technical role in support of the administrative offices and production facilities at the designated Customer location, you may also be called upon to provide support for other regional locations as needed.
• As a Field Operations resource, you will establish, communicate, and implement customer IT policies and standards to your team and local business partners.
• Work closely with the IT enterprise organizations, including the Service Desk, to ensure proper communication, escalation, and resolution of disruptions in the technology service delivery.

How you will impact Customer:

• Manage resource allocations and task assignments for local projects.
• Update of the support procedures as a document owner.
• Plan and participate in the mentoring of technicians to facilitate their development.
• Generate innovative recommendations and initiate technology change requests.
• Contribute in a project environment; both locally focused and enterprise-wide and may direct others during short projects.
• As the IT Field Operations Sr. you will serve as the primary site contact with other technology organizations and vendors and support the local business leadership team and users as the IT site representative.
• In addition, you will provide hands-on support for Microsoft Windows and Apple operating systems, smart phones, and wired/wireless network solutions.
• As the on-site 2nd-level support team you will be called on to perform analytical, technical, and administrative work to aid in the ongoing support of technology assets in the enterprise, including installing, maintaining, troubleshooting, supporting, and controlling critical business and IT infrastructure and applications.
• Engage with IT peers and teams from other sites to ensure adherence to standard processes.
• Work in an ITIL-compliant, service management environment, maintaining both personal and team SLA compliance.
• Troubleshoot complex hardware and software problems and create innovative solutions.
• Install common, standard, and complex software and hardware peripherals.
• Solid understanding of networking and the ability to utilize existing tools to test and troubleshoot network issues.
• Ability to perform wi-fi site surveys utilizing existing tools.
• Assist with end-user questions, problems, and training.
• Configure complex, third-party, networked, and site-specific applications.
• Configure and troubleshoot Windows and iOS computing endpoints (PCs Tablets, VMUs, kiosks).
• Configure and troubleshoot Android, iOS, Windows, and Chromium OS mobile devices.
• Work with technology assets including single-user and networked desktop and laptop clients; desktop and network printers, tablets, and vehicle-mounted devices, wired, wireless and telecom networks.
• Correct implementation of the company’s processes and support and maintain IT servers; network switches, cabling; process control clients; and other technology assets and solutions in the computer rooms as needed.
• Participate in an on-call duty roster with a weekly rotation of 24x7 coverage as required by business unit operations.
• Demonstrated ability to use problem management tool to research and document problem resolution.
• Serve as the primary IT site contact with local business leadership and other technology organizations as well as vendors.
• Manage local technology asset inventory.
• Provide guidance to local sites regarding IT asset acquisition and technology change requests using the tools provided.
• Provide routine support for audio-visual collaboration and video conference systems.
• Provide direct technical support and documentation to users at all levels of the organization (including VIP users).

What you need to succeed:

• Bachelor’s degree preferred but a technical school degree plus experience and technical certifications is acceptable with a minimum of 5 years’ experience working in a production IT manufacturing environment.
• Project management experience, training, or certification.
• Experience in managing a production-critical IT environment.
• Minimum 5 years proven PC/Windows experience.
• Minimum 2 years network and telecom support experience including moves adds and changes: cabling, general device, and connectivity troubleshooting; punch-downs; cross-connects.
• Excellent problem solving, dispute resolution and interpersonal skills.
• Strong understanding of IT service management framework and a respect for the ITIL Management Framework.
• Must have advanced experience configuring and troubleshooting personal computers, including all aspects of hardware and software support in a Windows operating system environment.
• Network related discipline or certifications are a plus.
• Knowledge of Microsoft Office365, including Teams, Word, Excel, Outlook, and PowerPoint.
• Knowledge of Microsoft Support Tools, SCCM, WSUS and Active Directory concepts.
• Excellent skills in written/oral communications, including group facilitation, presentation, and communicating across entire spectrum of an organization.
• Ability to proactively engage and communicate with all IT functional areas while ensuring alignment with local applications, Process Control Network (PCN) and business systems.
• The position requires frequent lifting of equipment. Must be able to lift 50 pounds.
• Must be willing to travel (locally and domestically) and have a valid driver’s license.

Position Summary:

The Service Desk Technician has primary responsibility to provide desktop support for a broad range of technologies and end-users across multiple areas of the business. This role responds to reported incidents, problems and requests with accuracy and in a timely fashion. The Service Desk Technician is responsible for answering IT requests via phone or email and provide solutions by explaining resolutions clearly and concisely to internal customers. This role will be working on-siteat our Home Office in Massillon, OH.

Essential Functions

·        Provide first level technical support for store and home office personnel.

·        Provide Workstation/Laptop support for store and home office personnel.

·        Provide hardware support for stores and home office personnel (including but not limited to desktops, laptops, peripherals, multi-function printers, VoIP phones, tablets, and smartphones).

·        Provide software support for critical and non-critical business applications for store and home office personnel.

·        Provide user account support including provisioning, deprovision, and maintenance for network and application systems.  

·        Communicate with software/hardware vendors to resolve more complex issues.

·        Track software/hardware licensing and support in IT Asset Management solution.

·        Document and record all issues in IT Service Management solution (ITSM).

·        Escalate complex issues to senior technicians or system administrators as needed.

·        Create, follow, and maintain detailed standard IT operating procedures to ensure efficient and repeatable processes.

·        Assist with IT projects and objectives as needed.

Key Competencies:

·        Proficient using Microsoft Windows 11 as day-to-day Operating System.

·        Familiarity with common line of business applications (Teams, Outlook, Word, Excel, Adobe).

·        Familiarity with managing computers, users, and groups using Microsoft Active Directory and Office 365

·        Basic understanding of core computer network fundamentals (TCP/IP, OSI model, switching, routing, firewalls).

·        Basic Computer Hardware/Software troubleshooting skills

·        Excellent customer service and interpersonal skills.

·        Excellent organizational skills.

·        Strong oral and written communication skills (technical and non-technical).

·        Ability to collaborate in a team environment and maintain a positive attitude.

·        Ability to travel occasionally for up to 3 hours as required to retail store locations (reliable transportation required).

·        Ability to respond to store and home office personnel after-hour and weekend requests.

·        Motivation to learn new skills.

Education, Experience, and Certifications:

·        1-2 years of prior experience in IT support or service desk or help desk role preferred

·        Previous experience with Halo ITSM or equivalent Service Desk solution a plus

·        CompTIA A+ preferred

·        CompTIA Network+ preferred